Reference List Display Problem

plallema · ‎12-30-2013

I was on vacation last week and upon my return i find that all fields referencing the User table (sys_user) when clicking on the lookup icon, gives me a pop up list with no records. I've been searching all over the place as to what can be the problem and to no avail. The problem doesn't exist on my development instance. Now the help desk is stuck not being able to assign other user to a ticket in incident and problem and change is affected as 'assign to' field references the User table.

CapaJC · ‎01-02-2014

You might try the following script that might fix the dictionary record, bypassing the Business Rule that's preventing you from changing it.



doit();
function doit() {
  var gr = new GlideRecord('sys_dictionary');
  gr.addQuery("name", "sys_user");
  gr.addQuery("element", "first_name");
  gr.query();
  if (gr.next()) {
    gr.setWorkflow(false);
    gr.autoSysFields(false);
    gr.internal_type = "string"; 
    gr.reference = "";
    gr.update();
  }
}

View solution in original post

cwilker10 · ‎12-30-2013

I would check your security rules as well as any possible query business rules on the sys_user table.

-Chris

plallema · ‎12-31-2013

Thanks Chris. I checked ACL and Business Rules on sys_user everything is fine. Remember this only affects a query generated from the look up icon on a field that has sys_user as a reference. When I query the list directly from the user table it displays properly hence business rules and security rule on sys_user table is may not be the culprit here. Maybe there is a business rule or security rule for reference lists or on a reference list table?

cwilker10 · ‎12-31-2013

That is starting to sound like a reference qualifier issue. Do you have a reference qualifier defined in either a dictionary override or just in the dictionary in that field?

plallema · ‎12-31-2013

Well the fields that are using the sys_user as a reference on the incident form are open by and assign to. The open by field has no dictionary overides or reference qualifier and the problem exist. The assign to field has over rides and reference qualifier. I removed and disabled both reference qualifier and over rides and the problem still exist.